Experience Investigators by 360Connext

JANUARY 28, 2020

According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns.

2020 250

2020 Net Promoter Score ROI Metrics 250

Experience Investigators by 360Connext

OCTOBER 27, 2020

Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. This feedback could provide clues about where customers want you to listen more. It’s also not realistic to insert a clunky survey experience in the middle of a sleek mobile tool.

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. Chief Customer Officer 2.0 by Sam Frampton.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

TechSee

JUNE 16, 2022

Brad was the founding partner and former CEO of the International Customer Management Institute (ICMI) and remains a senior advisor today. Jeanne Bliss, Founder and CEO at Customer Bliss. Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Beyond Philosophy

MARCH 19, 2020

We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth. Moreover, we need to train Customer Experience professionals to measure how their efforts lead to it.

Net Promoter Score 191

Net Promoter Score ROI Customer Experience Professionals Return on Investment 191

TechSee

AUGUST 14, 2023

Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association. He has over 20 years of customer service, sales, and management experience, with a laser focus on contact centers.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Beyond Philosophy

MARCH 16, 2016

All Customer Experience professionals are in sales. Even if you never sell a good or service to a single Customer, you are still in sales. Customer Think published a great article on the topic of selling your CEO and the other members of the C-Suite. The Role Of CX in a Sales Culture.

Customer Experience Professionals 112

Customer Experience Professionals Consulting Sales Books 112

GetFeedback

AUGUST 14, 2019

You can ask customers to provide feedback on their satisfaction along their journey. Use CSAT at key points in the sales process. After inbound sales calls, for example, prospects can share how satisfied they were with the conversation. Jeannie Walters, CCXP, CEO, Experience Investigators by 360Connext .

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? Moreover, you need to have support from leadership and buy-in from the customer-facing team.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

PeopleMetrics

AUGUST 27, 2015

In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% A B2B sales manager’s job is essentially to coax a prospect into buying a problem-solving machine. A B2B sales manager’s job is essentially to coax a prospect into buying a problem-solving machine. And happy customers lead to more buyers.

B2B 111

B2B Customer Experience Sales Customer Experience Professionals 111

Alida

MARCH 10, 2017

Jeanne Bliss, co-founder of the Customer Experience Professionals Association, says a chief customer officer (CCO) needs to lead the charge. Lack of ownership. CX programs require strategy and leadership from the top. Without a CCO or equivalent driver of a CX program, there can be no unity.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

2019 173

2019 Customer Experience ROI 2025 173

Beyond Philosophy

FEBRUARY 10, 2020

Nearly 20 years ago, when I started Beyond Philosophy and before Customer Experience was a well-known concept, my motivations were to create a competitive differentiator that would get more business for my clients. New Sales Growth: This area includes increases in sales, market share, or new customer acquisition.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

ShepHyken

FEBRUARY 28, 2020

Jim didn’t win every sale, who does, but he always outperformed his counterparts. He did this by performing a technique that you wouldn’t find in any sales training book or case studies on the best sales techniques. Before Jim gave his sales pitch, he did something very interesting. Except for Jim. Only people you trust.

Roadmap 124

Roadmap Books Sales Airlines 124

ijgolding

MARCH 10, 2015

Whether you are a teacher, a doctor, an accountant, a sales rep, an IT consultant or an artist, some days will be better than others. Customer Experience Training CX Professionals customer experience customer experience professionals emotional experience'

Customer Experience 113

Customer Experience Customer Experience Professionals Consulting Sales 113

Ian Williams

FEBRUARY 25, 2015

Q: “So, what do you do professionally?”. A: “Oh, I’m in Customer Experience”. It is probably fair for us to call ourselves Customer Experience professionals, however there is a real danger that we could start thinking about ourselves in the wrong way. For example, Sales is something the business does.

Customer Experience 111

Customer Experience Customer Experience Professionals Customers Reference 111

InMoment XI

JANUARY 25, 2024

.” The vertical axis typically represents the vendor’s ability to execute, encompassing evaluation criteria such as product or service, sales execution/pricing, and overall viability. For customer experience professionals, InMoment recommends reading the Gartner Magic Quadrant within specific industry trends and considerations.

Reference 195

Reference Roadmap Innovation Technology 195

Oracle

FEBRUARY 20, 2020

Sales enablement. As a customer experience professional, you’re in an ideal position to take on this type of role. You know what customers need and can likely remix these ideas into operational blueprints for building. In this role, you would be responsible for building and maintaining lines of business.

Customer Experience Professionals 45

Customer Experience Professionals Customer Experience Customers Leadership 45

Beyond Philosophy

JANUARY 14, 2015

So on top of a completely perplexing loyalty program structure that has no tie in to an already loyal customer (who is using the private store charge card), the firm can’t credit purchases to the new program once the sales transaction is done at the point of sale? Blogs Customer Experience'

Customer Experience 164

Customer Experience Loyalty Programs Retail Customers 164

Oracle

JANUARY 17, 2020

71% of marketers surveyed are experimenting with new CX tech, vs. only 56% of sales and 53% of service professionals. Marketers are also 11% more likely than sales and service professionals to use automation for CX. Marketing is the CX ringleader. The view is different from the top.

Customer Experience Professionals 54

Customer Experience Professionals Customer Experience Customer Centricity 2020 54

InMoment XI

MARCH 6, 2024

Elements of the process range from mapping the customer journey, deploying customer experience management software, and capturing customer feedback to tracking customer experience KPIs , developing service training programs, and launching strategic sales and outreach efforts. Most people never listen.”

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

Experience Investigators by 360Connext

FEBRUARY 18, 2020

Come with me and let's create a customer journey map, identifying touchpoints and processes that need improvement along the way. I've got two other Linkedin Learning courses as well on the topics of Customer Service Blueprinting and Customer Journey Mapping. Looking for something else?

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35

Customer Guru

AUGUST 21, 2018

The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. Maurice is the ex-Vice President, Customer Experience of HP and author of four best-selling books on customer-centric strategy.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Beyond Philosophy

OCTOBER 5, 2015

If you spend the majority of a meeting talking about sales reports and operations, and just a little bit at the end about CX, it’s clear what the leadership team values. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.”

Leadership 153

Leadership Net Promoter Score Consulting Customer Experience Professionals 153

ReviewTrackers

AUGUST 24, 2020

To inspire your leaders and the rest of your team — from the C-suite to the frontline — we gathered a list of customer experience quotes (and other bits of wisdom) for you to think about and maybe even hang in your office. Make a customer, not a sale.”. I have learned a great deal from listening carefully.

Customer Experience 124

Customer Experience Multi-Channel Social Media Customer Centricity 124

ShepHyken

JUNE 21, 2019

Choosing between chatbots and live chat for your customer experience goals means evaluating your customer service and your brand’s values against the expectations of the on-demand consumer. Chatbots are becoming every customer experience professional and marketer’s most prized possession for automated customer interactions.

Customer Experience 123

Customer Experience Hotels Consumers Books 123

PeopleMetrics

MAY 7, 2015

Imagine your customers—fragile and airborne—as they move between your company’s delivery teams. A Closer Look at the Transition From Sales to Delivery. We believe the customer experience starts before the customer is actually a customer. You can build “above and beyond” behaviors into your sales experience.

Customer Experience 93

Customer Experience Net Promoter Score B2B Telecommunications 93

Experience Matters

OCTOBER 14, 2014

Cannon mentioned that CX is a topic in every single town hall and when he visits a facility, he says, “Don’t give me a facility tour, give me a customer experience tour.” Cannon pointed out that historically; CX resided in too many siloes (sales, marketing, presales, etc) across MBUSA. Change takes focused leadership.

Webinar 111

Webinar Net Promoter Score Leadership B2B 111

Experience Investigators by 360Connext

MARCH 15, 2018

I recently spoke in Kansas City and was invited to visit the iconic Hallmark Headquarters, thanks to Rhonda Basler , a friend from the Customer Experience Professionals Association. Don’t just zero in on sales-focused events in your customer’s journey. Human connections make a huge difference in B2B.

Connections 160

Connections B2B Fashion Touchpoint 160

ChurnZero

FEBRUARY 9, 2021

This course address what CSM is and why it’s important; what types of situations CSM applies to; and how CSM can help increase a company’s sales revenues and profitability. The course then reviews the 14 tenets (or guiding principles) of customer success. Sales: Customer Success. Level: Intermediate.

Customer Success 98

Customer Success Customer Journey Mapping Consulting 2021 98

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Diane Magers – CCXP, CX Expert, Founder and Chief Experience Officer at Experience Catalysts.

2020 132

2020 Customer Experience Magazine Consulting 132

Talkdesk

JANUARY 15, 2020

Do you have an interesting story to share regarding customer experience and/or sales success? Are you keen on taking the reality of customer support to the next level? Are you an outstanding storyteller and possess an innovative spirit? Then look no further – you have just arrived at the right place!

2020 86

2020 Contact Center Customer Experience Professionals Innovation 86

Customer Guru

DECEMBER 20, 2017

Chauhan has been recognized for demonstrating exceptional passion in putting the customers first and aligning business strategies based on the customer needs. In this candid interview with Customer Guru, Mr. Chauhan shares his journey as a customer experience professional.

Customer Service 95

Customer Service Customer Centricity Customer Experience Professionals Touchpoint 95

Lumoa

DECEMBER 18, 2017

There're great professionals who feel the customer pains and embrace their successes. Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers.

Customer Experience 102

Customer Experience Net Promoter Score Customer Journey Mapping NPS 102

Customer Bliss

AUGUST 16, 2018

We chat about his progression from running a call center to becoming a CCO, and the work he’s done to get employees and leaders to view B2B operations as more than just a sales approach, but as an overall customer experience journey. Is it sales, a is it a product? About Lee Roquet.

Customer Experience 111

Customer Experience Chief Customer Officer Call Center B2B 111

CX University

OCTOBER 5, 2021

On October 5, 2021, Dr. Latib will join FPL virtually to lead the topic on Creating a Culture of Experience Obsession. This day is also the global #CXDay, where Customer Experience professionals around the world recognize the profession and its advancement.

Engagement 94

Engagement 2021 Banking Culture 94